إدارة علاقة الزبون وتأثيرها في الحد من الانهاك النفسي لمقدمي الخدمة

المصادر

أولاً- المصادر العربية:

1) ديبه, أسماء محمود عبد الحفيظ، وعوض, حسني محمد, (2021)," الانهاك النفسي وعلاقته بالاستقرار الزواجي لدى الممرضات المتزوجات في مجمع فلسطين الطبي في زمن جائحة كورونا", رسالة ماجستير في الارشاد النفسي والتربوي جامعة القدس المفتوحة فسطين.

ثانياً- المصادر الاجنبية

1) Adebiyi, D. T., Makinde, B. O., & Olusakin, A. M. (2020). Effectiveness of Integrative Behavioural Couple Therapy And Logotherapy on Psychological Exhaustion Among Married Persons in Ibadan Metropolis.‏

2) Ain, N. U., Azeem, M. U., Sial, M. H., & Arshad, M. A. (2022). Linking knowledge hiding to extra-role performance: The role of emotional exhaustion and political skills. Knowledge Management Research & Practice, 20(3), 367-380.‏

3) Al_Madhidi, A. P. D. S. S. (2020). Psychological Exhaustion and Its Relationship To Homework For Primary School Pupils. Annals of Tropical Medicine and Public Health, 23-11.‏

4) Al-Hashemi, Rashid Nasser (2006) Strategies for Adapting to the Stressing Life Events and Their Relationship to the Control Center of Orphans of State Orphans, Unpublished Master Thesis, University of Baghdad, faculty of Education.

5) Al-Helou, Buthaina Mansour (1995): Strength of Personality and Methods of Dealing with the Stress of Life, Unpublished PhD thesis, University of Baghdad, College of Arts.

6) ALLAM, Z., MALIK, A., & GEORGE, S. (2021). The Relationship Between Emotional Exhaustion, Depersonalization, Personal Accomplishment, and Job Satisfaction: An Empirical Study in Saudi Arabia. The Journal of Asian Finance, Economics and Business, 8(5), 1109-1117.‏

7) Arslan, A., Golgeci, I., Khan, Z., Ahokangas, P., & Haapanen, L. (2021). COVID-19 driven challenges in international B2B customer relationship management: empirical insights from Finnish high-tech industrial microenterprises. International Journal of Organizational Analysis.‏

8) Azzahra, Q., Mapparenta, M., & Arif, M. (2022). The Influence of Customer Relationship Management on Customer Satisfaction. Point Of View Research Management.

9) Beam, R. A., Kim, E., & Voakes, P. S. (2002). Technology-induced stressors, job satisfaction and workplace exhaustion among journalism and mass communication faculty. Journalism & Mass Communication Educator, 57(4), 335-351.‏

10) Bentzen, M., Lemyre, P. N., & Kenttä, G. (2016). Development of exhaustion for high-performance coaches in association with workload and motivation: A person-centered approach. Psychology of Sport and Exercise, 22.‏

11) Charoensukmongkol, P. (2022). Supervisor-subordinate guanxi and emotional exhaustion: the moderating effect of supervisor job autonomy and workload levels in organizations. Asia Pacific Management Review, 27(1), 40-49.‏

12) Charoensukmongkol, P., & Puyod, J. V. (2022). Mindfulness and emotional exhaustion in call center agents in the Philippines: moderating roles of work and personal characteristics. The Journal of General Psychology, 149(1), 72-96.‏

13) Das, S., & Hassan, H. K. (2021). Impact of sustainable supply chain management and customer relationship management on organizational performance. International Journal of Productivity and Performance Management.‏

14) Gopalsamy, S., & Gokulapadmanaban, S. (2021). Does Implementation of Customer Relationship Management (CRM) Enhance the Customer Loyalty? An Empirical Research in Banking Sector. Iranian Journal of Management Studies, 14(2), 401-417.‏

15) Han, H., Quan, W., Al-Ansi, A., Chung, H., Ngah, A. H., Ariza-Montes, A., & Vega-Muñoz, A. (2020). A theoretical framework development for hotel employee turnover: Linking trust in supports, emotional exhaustion, depersonalization, and reduced personal accomplishment at workplace. Sustainability, 12(19), 8065.‏

16) Hanaysha, J. R., & Mehmood, K. K. (2022). An Exploration of the Effect of Customer Relationship Management on Organizational Performance in the Banking Sector. International Journal of Customer Relationship Marketing and Management (IJCRMM), 13(1), 1-16.‏

17) Hassan, Mahdi Jassem (2010), the cognitive burden and its relationship to early and late elective attention among pupils, unpublished doctoral thesis, University of Baghdad, College of Education.

18) Kao, K. Y., Hsu, H. H., Lee, H. T., Cheng, Y. C., Dax, I., & Hsieh, M. W. (2022). Career mentoring and job content plateaus: The roles of perceived organizational support and emotional exhaustion. Journal of Career Development, 49(2), 457-470.‏

19) Kate, P., Ravi, V., & Gangwar, A. (2022). FinGAN: Generative Adversarial Network for Analytical Customer Relationship Management in Banking and Insurance. arXiv preprint arXiv:2201.11486.‏

20) Ledro, C., Nosella, A., & Vinelli, A. (2022). Artificial intelligence in customer relationship management: literature review and future research directions. Journal of Business & Industrial Marketing.‏

21) Meyer, B., Zill, A., Dilba, D., Gerlach, R., & Schumann, S. (2021). Employee psychological well‐being during the COVID‐19 pandemic in Germany: A longitudinal study of demands, resources, and exhaustion. International Journal of Psychology, 56(4), 532-550.‏

22) Molines, M., El Akremi, A., Storme, M., & Celik, P. (2022). Beyond the tipping point: the curvilinear relationships of transformational leadership, leader–member exchange, and emotional exhaustion in the French police. Public Management Review, 24(1), 80-105.‏

23) Ngelyaratan, D., & Soediantono, D. (2022). Customer Relationship Management (CRM) and Recommendation for Implementation in the Defense Industry: A Literature Review. Journal of Industrial Engineering & Management Research, 3(3), 17-34.‏

24) Nicolescu, C. (2022). Approach of Customer Relationship Management as a Managerial Synapse. In Stakeholder Management and Social Responsibility (pp. 203-235). Routledge.‏

25) Nuseir, M., & Refae, G. (2022). The effect of digital marketing capabilities on business performance enhancement: Mediating the role of customer relationship management (CRM). International Journal of Data and Network Science.

26) Pate, A. N., Reed, B. N., Cain, J., & Schlesselman, L. (2022). Improving and Expanding Research on Burnout and Stress in The Academy: An Integrative Review. American Journal of Pharmaceutical Education.‏

27) Payne, A. K. H., & Katrinli, A. (2020). The mediation effect of psychological safety on the relationship between interactional injustice and innovative work behavior. The Palgrave Handbook of Workplace Well-Being, 1-20.‏

28) Pehlivanoglu, M. Ç., & Civelek, M. E. (2019). The effects of emotional exhaustion and depersonalization on personal accomplishment in pharmaceutical industry. OPUS International Journal of Society Researches, 11(18), 2071-2086.‏

29) Rababah, K., Mohd, H., & Ibrahim, H. (2010). A study of the perception of the benefits of customer relationship management (CRM) system in Malaysian private hospitals.‏

30) Rathert, C., Ishqaidef, G., & Porter, T. H. (2022). Caring work environments and clinician emotional exhaustion: Empirical Test of an Exploratory Model. Health Care Management Review, 47(1), 58-65.‏

31) Sabah, S. S. (2022). Psychological Burnout Among Working Professionals With people with disabilities. Journal of Positive School Psychology, 6(2), 1117-1128.‏

32) Sanasam, L., Pradhan, B., & Mohanty, S. (2022). Empirical Evidence From Hotel Industry On The Dimension Of Customer Relationship Management & Their Influence On Organisation Performance. GeoJournal of Tourism and Geosites, 41.

33) Sari, Y., Yusda, R. A., & Nata, A. (2022). Implementation Of Customer Relationship Management In The Gallery Sahabat Muslimah. Jurnal Teknik Informatika (Jutif), 3(2), 341-348.‏

34) Scheuer, M. L., Burton, J. P., Barber, L. K., Finkelstein, L. M., & Parker, C. P. (2016). Linking abusive supervision to employee engagement and exhaustion. Organization Management Journal, 13(3), 138-147.‏

35) Suryaningsih, D. A. (2022). Customer Relationship Management PT Agrapana Wukir Panca. Journal Research of Social, Science, Economics, and Management, 1(11), 1851-1857.‏

36) Telfah, N. M. (2022). A Study of the Correlation between Psychological Exhaustion and Psychological Hardiness among Al-Nahrain University Instructors. Journal of Positive School Psychology, 2075-2089.‏

37) USACI, D. (2018). Professional Satisfaction, Occupational Stress And Emotional Psychological Exhaustion Syndrome Of Teachers In Preschool And Primary Education. Educația Plus, 21(3), 184-194.‏